Metrics Reference

Every metric the platform tracks, what it means, and when it is available.

Metrics are the numbers the platform stores for each geographic area. They drive the dashboard, alerts, optimization objectives, and reports.

This is the standard catalogue. If you upload a CSV with a column that is not on this list, it is kept as a custom metric and works everywhere a standard metric does — it just does not have a definition here.

Core

Metric	What it counts
Active Clients	Active clients in the area
Active Employees	Active employees assigned to the area

Both are on by default. Most balance questions come down to the relationship between these two.

Visits

Metric	What it counts	On by default
Total Visits	Visits scheduled	Yes
Completed Visits	Visits completed successfully	Yes
Cancelled Visits	Visits cancelled	No
Missed Visits	Visits missed or no-show	No
Completed Hours	Hours of completed visits	Yes
Scheduled Hours	Hours scheduled	No

Hours are usually a better measure of load than visit counts, because a visit can be twenty minutes or three hours.

Rates

Metric	What it measures
Completion Rate	Completed visits as a percentage of scheduled
Cancellation Rate	Cancelled visits as a percentage
Miss Rate	Missed visits as a percentage

None are on by default. Rates are useful as quality signals rather than load signals — a region with a rising miss rate is often a region that is over-committed.

Rates behave differently in optimization

Counts add up across areas; rates do not. When you use a rate as an optimization objective, you are asking the platform to even out an average rather than to divide a total. That is a legitimate thing to want, but it is a different question — be deliberate about it.

Quality and electronic visit verification

These depend on signals your source system may not capture. They are offered only where the vendor supports them — in practice, AxisCare.

Metric	What it measures	Status
EVV Clock-In Compliance	Completed visits with a clock-in method recorded	Available
Visit Verification Rate	Visits marked verified	Available
Signature Capture Rate	Visits with a captured client signature	Not available in the current API version
ADL Completion Rate	Visits with completed ADL documentation	Not available in the current API version

The last two are shown in the connect wizard but greyed out, so you can see they exist. They will become selectable if the vendor exposes them.

Coverage health

When you choose metrics during setup, each one carries an indicator of how completely your own source actually populates it:

Indicator	What it means	What to do
Good	Well populated across your areas	Use it
Fair	Populated, with gaps	Usable, but check before making it an optimization objective
Poor	Sparsely populated	Do not rely on it. Fix the gap at source first.
Unavailable	Your source does not supply it	Cannot be selected

Coverage is calculated from your data, not from the vendor in general — the same metric can be good for one customer and poor for another depending on how consistently the source system is used.

A poorly covered metric is worse than no metric

A metric with gaps does not read as "missing" on a dashboard — it reads as a low number. A region that simply is not recording hours looks like a region with capacity to spare. Leave poorly covered metrics off until the underlying data collection is fixed.

Choosing what to track

Start narrow. Active clients, active employees, and completed hours answer most balance questions.
Add rates when you have a quality question, not by default.
Match the metric to the decision. If you are balancing workload, hours beat visit counts. If you are balancing staffing, employee counts matter.
You can change your selection later by re-running the connect wizard.

Where metrics appear

Monitoring dashboard — summary cards and trend charts
Data Editor — as a map overlay and as editable table columns
Alerts — one metric per alert, with minimum and maximum thresholds
Optimization — selected as objectives with relative weights
Reports — chosen per report
Willow — the assistant can explain any metric you have